Evaluation of fresh food logistics service quality using online customer reviews

Improving the quality of cold chain logistics services is a great challenge for fresh food e-commerce companies. Traditionally, evaluation service has been carried out mainly through questionnaire surveys and expert groups, which are time-consuming laborious. Unlike previous studies, in this study, we used latent Dirichlet allocation model to explore using customer reviews on ‘fresh food’ category JD.com, one China’s most popular websites. By revising index system quality, put forward an that covers six dimensions: reliability, security, timeliness, economy, pleasantness convenience. We then incorporated sentiment analysis technology TF-IDF (Term Frequency-Inverse Document Frequency) algorithm obtain total score JD’s logistics. This study provides reference other B2C enterprises implementation management.